Checklist Service Quality Plan (SQP): Difference between revisions
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'''ITIL Process''': [[Service Delivery]] - [[Service Level Management]] | <seo metakeywords="service quality plan, itil sqp, sqp itil" metadescription="The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance ..." /> | ||
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Service Quality Plan (SQP) - Template Service Quality Plan (SQP) | |||
default [https://wiki.de.it-processmaps.com/index.php/Checkliste_Service_Quality_Plan_-_SQP diese Seite auf Deutsch] | |||
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'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]] | |||
'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]] | '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]] | ||
'''Source''': Checklist "Service Quality Plan - SQP" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | |||
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*** Supplier name | *** Supplier name | ||
*** Reference to Underpinning Contracts (UCs) | *** Reference to Underpinning Contracts (UCs) | ||
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[[Category:ITIL V2|Service Quality Plan SQP]] | |||
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[[Category:Service Level Management|Service Quality Plan SQP]] | |||
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Revision as of 19:45, 26 July 2011
<seo metakeywords="service quality plan, itil sqp, sqp itil" metadescription="The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance ..." />
ITIL Process: ITIL V2 Service Delivery - Service Level Management
Checklist Category: Checklists for Service Level Management
Source: Checklist "Service Quality Plan - SQP" from the ITIL Process Map V2
The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance Indicators and the contribution by internal and external suppliers for the provision of these IT Services:
- For each IT Service:
- Agreed Service Levels
- Service times
- Availability requirements
- Number of interruptions allowed
- Availability thresholds (xx,xx %)
- Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
- Procedure for announcing interruptions to the Service (planned/ unplanned)
- Performance requirements
- Required capacity (lower/ upper limit) for the Service
- Allowed workload/ usage of the Service
- Response times from applications
- Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
- Measurement procedures
- Definition of performance indicators
- Type of measurement procedure
- Relationships to other SLAs (external IT Services)
- Required internal Services
- Service name
- Service provider
- Reference to the Operational Level Agreement (OLA)
- Required externally procured Services
- Service name
- Supplier name
- Reference to Underpinning Contracts (UCs)
- Agreed Service Levels
